FAQs

What if my child is sick and can’t collect their order?

If your child is unwell, email the canteen before 9am on the day they're sick to have their order held. You'll find the canteen's email address at the bottom of your order confirmation. As long as your email is received prior to 9am that day, we’ll keep the order on hold until your child returns.

My child has a school trip. Can they collect their meal early?

Some items may be available for early pickup. Contact your school’s canteen to check what’s possible before placing your order.

My child forgot to collect their order. What happens?

Have them speak to the canteen manager the next day. Some items (like drinks or snacks) may be able to be reissued, but hot meals are usually not recoverable. This is at the canteen’s discretion.

My child didn’t like their meal. What should I do?

Speak directly with your canteen manager. Students can also raise concerns in person. The canteens email address is at the bottom of your order confirmations.

Who should I contact about an issue?

In all instances, please liaise directly with your school’s canteen. The canteens email address is at the bottom of your order confirmations.

How do I contact my school’s canteen manager?

Their email address is at the bottom of your order confirmations. We recommend saving it for easy access.

Do you offer Halal food?

We use Halal-certified Tegel chicken and take care to minimise cross-contamination - for example, by cooking proteins separately in our ovens.

However, all Tuckr® canteens operate in shared kitchen facilities that also handle non-Halal ingredients. While we are Halal-friendly and accommodate preferences where possible, we cannot guarantee full Halal certification for all meals.

My child has food allergies. How can I find out what food is suitable (and not) for their needs?

You can find full dietary and allergen details in the Account Settings section of the Tuckr® app or under the Nutrition tab on our website. (Link)

If you have specific questions or concerns, we strongly recommend contacting your school’s canteen team before placing an order, as they can help clarify ingredients or preparation methods.

Please note: Tuckr® canteens operate in shared kitchen environments. While we do our best to reduce cross-contamination, we can’t guarantee any item is completely allergen-free.

Can another student collect my child’s order?

Not usually. But exceptions may be approved by the canteen directly.

I have children at different schools. Can I order for both in one go?

Not yet. You'll need to place separate orders and select the correct school and child each time.

Can I order for multiple days at once?

Not right now. But our two-click reordering makes it easy to repeat recent meals. Multi-day ordering is in development.

What payment methods are accepted?

We accept most debit and credit cards, plus Apple Pay and Google Pay. All payments are processed securely through the app.

Can I see my past orders?

Yes. Log in and go to ‘Order History’ to view and reorder previous meals.

I forgot my password. How do I reset it?

Click “Forgot Password” on the login screen and follow the email prompts.

Can I move an order to another time or day?

Yes. Contact your schools canteen before 9am (email is in your order confirmation). They will confirm the change directly with you.

Who is Tuckr®?

Tuckr® is your school’s tuckshop partner. We provide a convenient online ordering system and serve fresh, healthy meals tailored to each school’s needs. Our menus are designed with nutrition, variety, and kids’ tastes in mind—offering everything from pitas and rice bowls to sushi, snacks, and more. As a social enterprise, Tuckr® also helps support your school by reinvesting a portion of sales back into school communities.